Customer Service Training

Richard N. Rosero

Burj Al Nahda

P.O. Box ***** Dubai, UAE

Contact # +971*********

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Name: Richard N. Rosero Train Operation

Procedures & Instructions

Year of Birth: December 11, 1978

Normal, Degraded and Emergency

Project Title: Station Master

Serco Dubai Metro

• Fire Safety Training

Location: Dubai

Dubai Civil Defence

• Personality Development

Professional Qualifications

Training

Bachelor in Public Administration Serco Dubai Metro

• First Aid Course

Specialist Training / Qualifications Dubai Ambulance

• •

Service Recovery Training Institution of Occupational Safety and

Serco Dubai Metro

Health

• Maintenance Management System

Connaught compliance training Services LTD

Serco Dubai Metro

• TCOMP Level 3 Training

• Safety Communications Training

Dubai Rapid Link Consortium

Serco Dubai Metro

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• TCOMP Level 2 Training

ECS Training

Serco Dubai Metro Dubai Rapid Link Consortium

• •

MHI-SERCO secondment Communication for Costumer Service

Dubai Rapidlink Consortium Serco Dubai Metro

• •

Crowd Control Management Diversity, Equality and Cross Cultural Awareness

• Serco Dubai Metro Serco Dubai Metro

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Incident Management Customer Service for Train Attendant

Serco Dubai Metro Serco Dubai Metro

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OCS Training Induction Training for O&M Staff

Serco Dubai Metro Serco Dubai Metro

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Automated Fare Collection Management of Mass Casualty Incident

Serco Dubai Metro LRTA Line 1 System

• •

Platform Screen Door ATP onboard the Rolling Stocks Training

Serco Dubai Metro LRTA Line 1 System

• •

Revenue Training Retooling and Training program for 3rd Generation

Serco Dubai Metro Train (Kinki Sharyo)

• PAVA Training Light Rail transit Authority Line 1 System

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Serco Dubai Metro Security Awareness Seminar

• Fire Alarm System and Fm 200 LRTA Civil Security Section

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Serco Dubai Metro Delivering Great Customer Service

• Permit to Work Training LRTA Training Section

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Serco Dubai Metro Speech Development seminar

• Station Procedures & Instructions LRTA Training Section

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Normal, degraded and Emergency Basic Train Operation and Signalling Course

Serco Dubai Metro (Bn / Acec and Adtranz train)

• Basic Light Rail Transit Authority Line 1 Operations

Rolling Stock Operation

Career History

Serco Dubai Metro

Serco Group plc, a company registered in England and Wales No. 2048608

Registered Office: Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9UY, United Kingdom

Richard N. Rosero

Burj Al Nahda

P.O. Box 94392 Dubai, UAE

Contact # +971*********

July 1, 2009 to Present Coordinate with LD to arrange TA to onboard the train.

Station Master

Keep monitoring the radio to observe main line activity

Serco Dubai Metro

Roaming to onboard the train for TA’s inspection

February 2009 to January 2010

Make sure that TA that remove the train is depot

Train Attendant

certified

Serco Dubai Metro

Allocate TA KI to accompany TA in removing train to

November 5, 2003 to January 2009 LMT area

Train Driver

Created and updated the DAOM for the next day duty

Light Rail Transit Authority

list. And email it to CC and to all PSS

Pasay City, Philippines

Check and confirm with OCC about the train parking

Summary

location

Looking for a position that translate my skill

Provide TA KI for depot shunting

acquisition into skill application and thus prove my

credibility I am interested in working in a stable Provide TA KI for MHI testing

organization, possessing a challenging and

Prepare the form, hand portable radio, company mobile

professional environment with tough standard of

and train keys that will be use the next day

excellent. I am confident I can be driving force behind

such organization. Brief the TA for notification regarding the operation

Check and monitor paper works and attendance of train

attendants

Key Achievements

MHI-SERCO Secondee

Key Instructor for the Train Attendants

Performed coupling and uncoupling of trains with

• Responsible for teaching the train attendants the Kinki Sharyo personnel

manual driving of the train

Operates the Rail-borne vehicle (UNIMOG)

• Demonstrates and trained them the line of sight

Operates the Washing Plant

principle

• Conduct the route familiarization in the mainline Performed duties with Thales on signalling testing in

and depot the main line and train signalling.

• Demonstrate the safe and proper operation of the Performed duty with MHI and Kinki Sharyo on

train Dynamic Testing of the train

• Briefed and trained TA the proper procedure of

Performed duties on the testing of trains in SODP

re-entering the train to an enter point for the before the metro opening

VOBC to communicate

• Performed and trained to operate switches manually

Trained TA the proper procedure in Radio

Communication Conduct and performed different mainline testing,

• Demonstrate and trained TA the proper approach familiar with Track Layout on the Mainline.

upon entering and stopping at the right stopping

Follow safe working procedures and wear PPE as

point during manual driving

required and look out for the safety of others.

• Trained TA the right intervention in the

occurrence of faults in the train or during

breakdown

• Trained TA in every function of the buttons, MCB,

Depot Training Instructor

isolating cocks found in the rolling stocks

• Conduct and certify the train attendants for the depot

Trained TA the proper approach when passing

familiarization and training

switches in the mainline and depot area

Brief and trained the TA the depot procedures

Act as Passenger Service Supervisor

Briefed and trained TA the stopping point of train in

connecting 1 and 2, at metal platform 13 and 14, in of

Coordinate with the Line Dispatcher and OCC

draw out track and by-pass track.

regarding the activity for the TA’s.

Serco Group plc, a company registered in England and Wales No. 2048608

Registered Office: Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9UY, United Kingdom

Richard N. Rosero

Burj Al Nahda

P.O. Box 94392 Dubai, UAE

Contact # +971*********

implementation of PTW for all contractors and SDM

Proper stopping point before and after the Washing

staffs.

Plant area, the right speed for this activity

Briefed and trained the TA regarding the track Train Attendant

layouts in the LMT, Stabling area and other areas February 2009 to January 2010

Serco Dubai Metro

As TECOMP Level 3, briefed and trained TA the

access, safety of work and place, the hazards, the

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assembly point in depot area Safe operations of the train

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Manual operation of the train (as per defined

procedure)

Depot Shunter

• Customer care and services duties

Familiar with the sectioning of the stabling and LMT

• Provision of customer information

area

• Dissemination of information

Trained to drive the train with the presence of

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switches Ensure all possible assistance and help to

customers is given

Familiar with the Depot Procedures

• Perform operational and emergency duties when

Trained to operate the train in Light Maintenance

required

Track area with Stinger attached

• Performed and carry out other duties as

Trained for swapping of trains from depot to

instructed/directed by the Passenger Services

mainline

Manager

Familiar with both depot and mainline track layouts

Train Driver- A / Train Operator

November 5, 2003 to January 2009

Light Rail Transit Authority

Work Experience

• Operates assigned trains as per timetable and

instructions; observed all trains signals and safety

STATION MASTER rules and regulations.

July 1, 2009 to present

• Observes passenger behaviour onboard the train

Serco Dubai Metro

and ensures their compliance with the safety rules

and regulations.

• Lead, by example, a team of Station Agents to

• Conducts train preparation activities in

deliver a safe, reliable, world class and customer

accordance with the operating procedures and

focused station services.

standards.

• Responsible for the efficient and safe evacuation

• Announces safety reminders, station names and

of station premises in the event of fire or other

other appropriate instructions to passengers

emergency situations.

onboard the train

• Monitor and maintain station operational status

• Inspects train for bombs, lost items, vandalism

and ensure the safety and comfort of passenger

incidents or trash and ensures that no other

movement within the station premises.

unauthorized personnel are inside the train when

• Undertake a comprehensive check of all station

stable in restricted areas.

equipment and facilities to ensure that they are in

• Reports all abnormalities observed inside the train

good order and all staff are smartly presented

and terminal / station to the Controller and on duty

and fully briefed prior to the start of shift.

line supervisor.

• Provide ticket sales, train services information

• Prepares written report regarding abnormalities

and respond to passenger inquiries.

observed during his service schedule.

• Render all possible assistance to customer, in

• Coordinates and complies with the orders,

particular those with special needs to enhance

instructions and/ or advises of on duty Line

customer service and safety.

Supervisor and Controller during revenue

• Responsible for implementation of PTW for Line

operation.

side and Non-Line side access to the station and

• Performs applicable intervention procedures when

trackside activities.

train breakdown occurs and when necessary,

• Coordinates with Engineering Controller and

prepares train for hauling.

Infrastructure Access Controller for the

Serco Group plc, a company registered in England and Wales No. 2048608

Registered Office: Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9UY, United Kingdom

Richard N. Rosero

Burj Al Nahda

P.O. Box 94392 Dubai, UAE

Contact # +971*********

• Supervises evacuation of passengers in case of

emergency situation.

• Provides operating assistance to traffic

personnel in case of immovable switches at turn

back facilities.

• Promotes quality customer service.

• Sees to it that all train windows are closed prior

to train’s ejection and / or washing.

• Performs other related duties as may be

assigned.

Education

• Bachelor in Public Administration

April 2005 - March 2007

University of College of Manila

• Bachelor of Science in Accountancy

June 1996 - March 2002

Ateneo de Naga University

• High School

June 1992 - March 1996

Partido State University

• Elementary

June 1986 - March 1992

Lagonoy Central School

Personal Profile

Height : 5'5"Weight : 70 Kg.

Nationality : Filipino

Languages: Filipino and English

Date of Birth : 11th Dec. 1978

Place of Birth : Lagonoy, Camarines Sur

Religion : Roman Catholic

Marital Status : Single

Serco Group plc, a company registered in England and Wales No. 2048608

Registered Office: Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9UY, United Kingdom

Contact this candidate